My 12 Rules for Success

February 25, 2014

1984

My father liked to say, "Success is never final."  Before the paint dried on a brand new Hot Shoppes restaurant, he was already signing a deal for the next one.  He had high expectations for his associates (especially me) and he always wanted to pursue excellence.   

When my dad decided I should be president of our company, I thought about and developed my twelve rules of success. They've served me well and I hope you’ll find them useful in your career.  

  1. Challenge your team to do better and do it often.
  2. Take good care of your associates, and they'll take good care of your  customers, and they'll come back.
  3. Celebrate your peoples' success, not your own.
  4. Know what you're good at and keep improving.
  5. Do it and do it now.  Err on the side of taking action.
  6. Communicate by listening to your customers, associates and competitors.
  7. See and be seen.  Get out of your office, walk the talk, make yourself   visible and accessible.
  8. Success is always in the details.
  9. It's more important to hire people with the right qualities than with specific experience.
  10. Customer needs may vary, but their bias for quality never does.
  11. Always hire people who are smarter than you are.
  12. View every problem as an opportunity to grow. 

Please leave me a comment and let me know which rules you really like.  I'm Bill Marriott and thanks for helping me keep Marriott on the move.

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Since I was in hight school my dream was to work in the Hospitality Industry but specially for Marriott. An executive chef in Marcos Island spoke with me about Mr. Marriott
philosophy and I have kept it with me ever since. I graduated in Dominican Republic and worked many years for important hotels such as Amhsa, Hotelera, and Naco. In 1995 came to EEUU and focus to work with Marriott. After couples years working with other hotels and I said, "It is time to move to Marriott!" Thank God I did. It is exaclty 15 years ago and I am very proud to work here at New York Marriott East Side and share with Mr. Marriott, my guest and coworkers this beautiful experiencie. My philosophy is like Mr. Marriott, "Take good care of your associates and they 'll take good care of your customer, and they 'll come back." As well as keep your passion for the services.

its greaaatttt life is a opportunity and you have to find it

For me it's the last one THAT is interesting; keeps your focus visible, remembering your way and challenging your motivation - See more at: http://www.blogs.marriott.com/marriott-on-the-move/2014/02/12-rules-for-success.html#sthash.HoZBnqe6.dpuf

Just an editorial check!!

Mr. Marriott,
You have done it again. Thank you so very much for the very handy emergency recharger. The perfect gift!
Your book, blogs, Rules of Success, and everything else Marriott speak to the excellence your commitment and that of your management team.
Thank you. You are greatly admired and appreciated.
James

i like 6,7 and 11
maybe I should communicate with my competitors in the proper techniques and how far they are doing and I had to come out of hiding, to be easily accessible. to my role (in the back) can be learned by others. and recruit workers who are much more intelligent than me, is not always an idea and an idea that came to my mind is good and right. allows workers are much smarter than me have an idea or a more brilliant idea

I have been working for your company for roughly 8 months and in that 8 months I have become a gentleman. Taking various ideas from you business model and commitment to quality I will soon be opening my own business utilizing the same proffesionilism and genuine care I have experienced working for Marriot. I know this was to respond to your 12 rules for sucess but I wanted to take the oportunity to thank you.
Sincerely
Alexander Thimakis

I believe that the second point is the only one that cannot be taught nor gained with an experience as it represents the true "attitude" towards getting things done in life. After all, we are in the hospitality business where there is a need for the right attitude.

Hello Mr. Marriott...I did like all off your rules and my favorite one is your 9th rule.
I do believe that people with the right quality, right attitude find them to know themselves more to successes in they life and work hard to achieves they coal... than just have experience in what they do.

This is wonderful inspiration, and I can say they ALL are vital to success of the hotel & the associates, I especially love #2, I have an absolutely great front desk team, they work hard, they enjoy what they do, and they are very good at what they do, the best there is!!, and I like to show my appreciation for them by taking them all out to lunch or dinner once a month!

As a fresh graduate of Hospitality industry i have find your 12 Rules of Success are very benificial for me, Specially
Comment # 4: Know what You Are Good at and keep Improving.
&
Comment # 11: Always Hire people who Are Smarter than you are,
&
Comment # 12: View Every Problem as an Opportunity to Grow.

Great list! I've learned over the years how much #5 has to do with success. Without action, you truly haven't decided. That first step forward is usually the hardest but often the most rewarding!

Thanks so much for sharing!

For me it's the last one is interesting; keeps your focus visible, remembering your way and challenging your motivation

Inspirational! Thank you.

Dear Mr. Marriott

I´m familiar with these 12 rules because I did my in F and B Internship at BWI Marriott airport, and I would like to let people know that those rules are very helpful at the moment of truth, especially the numbers 4,5,6,8 and 12, and if you work following them, your job become easier and as a associate you get really good feedback from your costumers and then you want to make it better next time, believe me people really appreciate when you go above and beyond for them, nowadays hospitality business is all about experiences.
And if you hear any complain just take it as an opportunity to improve your self and your company as the rule number 12 says.

sincerely Cecilia

Personally I loved # 4 Bill. "Know what you're good at and keep improving."

Everything we do in life given time can always be improved upon by a factor of 10%. It does not matter what it is.

We can aim to be 10% nicer than the day before.

We can aim to improve the lives of our customers by 10%.

We can implement strategies to reduce needlessly how much time is wasted in certain activities by 10%.

We can aim to increase productivity by 10%.

Ad infinitum.

In sport, British cycling to be precise, there was an interview today on the BBC with a psychiatrist who looks after the mental health of the riders whilst in training. This gentleman is a genius.

His advice was a strategy to quieten the chimp in our mind, that little nagging voice in the back of your mind who tells you something is not possible, that you're not worthy or any other mischief he can think up to stop you from achieving your ultimate best. By quietening the chimp, putting him back in his cage, we can switch out the Worrier part of our mind to switch on the Warrior part of our mind which voice of reason inside us wants the best for us.

I've said it before often, you can only live in the moment, not the future nor the past, only in the moment as you draw your next breath in. As thought patterns cross your mind, some will be negative, others positive. Only pay attention to the positive, latch on to these and they will serve you and others well.

Latch on to the negative however and you can be led along a right merry old dance up the garden path which will not serve you or your interests well.

Live in the moment and feed your mind only with those signals which help you to become a better, stronger individual, someone others look up to for your wisdom and sound judgment / ability to make sound decisions and you will go on to become a more successful person and ultimately, a happy person to be around.

Thanks for the link Bill to this piece of advice shared here on your web log which I followed over from the Hotel Group Network on LinkedIn.

Warmest regards,


Mark Andrews

My favorite of this rules is Rule 5 . Do it and do it now. Procrastination is the chief reason we fail most times and as an enterprenuer it is even a rule one can not afford not to keep.

My favorite of this rules is Rule 5 . Do it and do it now. Procrastination is the chief reason we fail most times and as an enterprenuer it is even a rule one can not afford not to keep.

Thanks for the 12 Rules of Success. It was a wonderful read and very true....team can change every thing.

Thanks for the 12 Rules of Success. It was a wonderful read and very true....team can change every thing.

Dear Mr. Marriott,
I like all 12 of your rules. The rule I really like is the last one: "View every problem as an opportunity to grow". With your permission I would even add "to grow up"!
I particularly like it because it involves a certain degree of positivity and optimism that I cherish. Plus, it is applicable to one's professional life as well as personal.

Maral BALIAN
Bordeaux, FRANCE

Hello Mr.Marriott,

I have just been hired to work at the brand new Renaissace Santiago Hotel in Santiago Chile. I am a self made hotelier and all what i have learned besides some courses, i have learned them through the experiencia of having the great opportunity of working with good and generous people that liked to share their knowledge with you so you can improve every day. In think all of your 12 rules are necessary.

Helping others to succed by sharing your knowledge will also generate a synergy of good and positive environment, taking care of your associates will obviously make employees working happy and when you are happy doing what ever you do, you will do moré than what you were hired for . There are no límits to keep Learning and improving so you can exceed guest expectations. Everything you do with love and dedication also will have reciprocity in the future.

Five life rules for me and what I have teached to my sons:

Put love in what ever you do
When you have an opportunity to learn and improve take it!! And do it in that moment, some time good opportunitiies comes once in life, if you fail, stand up and continúe.
Be generous and treat people as you wish yYou were treated.
Improve every day, exceed guest expectations by taking the time to get to know your clients and guests
Every problem that may Arise it is a challenge to learn and to do it better next time.

Thank you and keep posting nice articles for the Marriott Family !!!

Valentina


Seeing every problem as opportunity and challenge is the real way to improve. Because every day there will be challenges to overcome; the idea is not to have a problem-free day, it is to anticipate, act and move on to the next challenge.
Taking keen interest in other's dreams is like collecting peaces of a puzzle to success. You succeed by helping others succeed.
Thank you and I am saving these rules and diplaying them in my office.

Alam Khan
AGM
Food & Beverage Division
Gaylord Opryland Hotels and Resort by Marriott



Seeing every problem as opportunity and challenge is the real way to improve. Because every day there will be challenges to overcome; the idea is not to have a problem-free day, it is to anticipate, act and move on to the next challenge.
Taking keen interest in other's dreams is like collecting peaces of a puzzle to success. You succeed by helping others succeed.
Thank you and I am saving these rules and diplaying them in my office.

Alam Khan
AGM
Food & Beverage Division
Gaylord Opryland Hotels and Resort by Marriott


Mr. Marriott.
I have been working at desert springs A JW Marriott resort & spa for 8 years 8 month. I am first female sushi chef at marriott co. I am always appreciate the general manager Mr. Watson ( ritz calton rancho mirage) gave me the opportunity to work as sushi chef . He always encourage me and gave respect my work. It was not easy first to work male sushi chef who dose not want to try new idea.8 years ago at opening the lobby sushi bar you approach me and my co worker and gave us the encouragement I never forgot. Now I have 4 co sushi chef with me from all diverse back ground...age gender race :) Thank you so much Mr. Marriott. My husband also works Esmeralda Renaissance Marriott as well. Hope all management never forget your great sprits... So we can success! Sachie Fujita ( The Lobby sushi Bar)

Thank you for sharing your thoughts, experience, and wisdom through your blog. I always look forward to them because I know that I'll take something away that I can apply immediately to my career. I firmly believe and agree with each rule. I especially like the rule of celebrating your people's success and not your own. As a manager, this is a really important lesson. I view my success as a measure of how successful we are as a team. Motivating others and pushing them to reach not only individual growth, but growth as a team is extremely rewarding.